While it's uncommon for professionals to miss confirmed assignments, it can occasionally happen. In fact, less than 2% of confirmed bookings result in a no-show, with <1% of no shows being from RDHs.
To minimize this risk, consider booking professionals with a strong Profile Score, which reflects their reliability. Learn more about how Profile Scores impact office accounts here.
If a professional does not show up for their assignment, please follow these steps:
Report the No-Show
Go to the assignment in question on the platform and click the “no show” button to notify our team.
Impact on a Professional’s Profile Score
Professionals who miss an assignment without a valid reason will face a significant point deduction on their Profile Score.
If the professional can provide documented evidence for their absence (e.g., car accident), our Member Services team will review the situation to determine if the excuse is acceptable.
This process ensures accountability and helps maintain the reliability of our platform.
Understanding Impacts to Professionals for No-Shows and Cancellations
We stress the importance of attendance and punctuality for confirmed bookings with professionals; however, on the rare occasion a professional late cancels and/or no-show, please note the following process in place to help avoid future cancellations and no-shows based on repercussions to both their Profile Score and status on Cloud Dentistry.
Professionals’ Statuses as a Result of Cancellations and/or No-Shows
Suspension - Professional that is suspended from the platform for a period of time. The current minimum suspension time is one week.
PermaBan - Professional who is permanently banned from the platform. Access is completely revoked.
Excused Absence - Absence that is excused; no adverse action will be taken on their account, including Profile Score.
Unexcused Absence - Professional does not provide any documentation for missing their assigned job.
Process for Professional Absences
Absences
Professionals have the right to provide documentation to excuse any adverse action taken on their account.
Illness
Death in the family
Accident
Inclement Weather
Other major incidents or disasters not mentioned
The Account Resolutions team will review the provided documentation to determine if the absence qualifies as excused.
Documentation MUST be provided within 30 days of the offense
Documentation MUST be dated and or timestamped from the following sources:
Hospital / Dr Office letter
Car repair/insurance repair receipt
Weather alerts
Funeral information
Unapproved Documentation:
Pictures of car accidents / flat tires
Pictures of medical issues provided by the professional
Fraudulent/Forged Documentation
The Account Resolutions team ensures that all documentation is thoroughly evaluated for authenticity and relevance.
Unexcused absences are tracked on a rolling 12-month (365-day) basis from the date of the first offense.
Example: If a professional only no-showed twice over three years, those would not count as multiple offenses under the policy—only the most recent incident within the past year would apply.
If a professional accumulates multiple unexcused absences within one year, the consequences escalate. The timing of the latest offense determines the penalty based on how many unexcused absences occurred within that 12-month window.
Example: If a professional has two unexcused absences in January 2025 and another in March 2025, that totals three within a year. This would be treated as a third offense, resulting in a 3-month suspension and cancellation of all upcoming assignments.
No Show Rules - Unexcused
One no show - 2 weeks suspension
Two no shows - 4 weeks suspension
Three no shows - 3 months suspension - cancel future bookings
Four no shows - 6 months suspension - cancel future bookings
Five + - permaban - cancel future bookings
Late Cancel Rules - Unexcused
One late cancel - 1 week suspension
Two late cancels - 2 week suspension
Three late cancels - 1 month suspension - cancel future bookings
Four late cancels - 6 month suspension - cancel future bookings
Five + - permaban - cancel future bookings
No-Show Was Marked by Mistake
If you accidentally marked the professional as a no-show, please reach out to Cloud Dentistry directly so we can correct the booking.
Option 1: You can contact us in either of these ways:
In-app chat with Cloud Dentistry support, or
Email our support team referencing the booking date, time, and the professional's name.
Once you confirm the no-show was marked in error, our team will update the booking on our side.
Option 2: You Want the Professional to Stay for the Rest of the Booking
If you still want the professional to stay and finish out the assignment after the late arrival and no-show marking, please reach out to Cloud Dentistry through chat or email and let us know. Our team will update the booking on our side so it reflects the time the professional actually worked.
For CDP complete a Timesheet at the End of the Booking:
If you're unable to reach out to Cloud Dentistry during the booking, you can still have the no-show updated to a completed booking after the assignment ends. To do this:
Complete and sign a timesheet with reason of start time discrepancy at the end of the booking showing the actual hours the professional worked.
Professional can send it directly to Cloud Dentistry, once the booking is complete.
Our team will use the timesheet to update the no-show on the professional's record to a completed booking so they're paid for the time worked.